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IT Service Lead

United Kingdom
Business Function
23 Dec 2022
Vacancy Type:
About The Role

We have an exciting opportunity for someone to join our team in the newly created standalone IT Service Lead role, within our Business Improvement Team.

Our Business Improvement Team drives business improvement and technical support services at all levels of our business across M Group Transport: Rail & Aviation.

Reporting to the Head of Innovation, the IT Service Lead will encompass the management of the Rail & Aviation IT Service provision, driving improvement and technical solutions that help push the business forward within key deliverables, founded around a service user mindset.

We are look for an individual to provide direction and coordination of our IT service delivery, managing stakeholder relationships, ensuring strategic commitments are achieved from a daily or project basis. This role is pivotal in supporting the business in engineering and developing IT based solutions and improvements to enhance the overall performance of the business.

Your duties & responsibilities will include:

  • Develop, maintain, administer, and update the Rail & Aviation IT Strategy in alignment with Group Services overall IT Strategy (encompassing an outsourced service provider).
  • Work collaboratively with Group Services IT provision to drive an excellent service delivery, collaborating with the chosen outsourced service provider to maintain high standards of service delivery and implement improvement, innovation or corrective actions and interventions as required.
  • Develop and implement service procedures, managing key internal and external stakeholder relationships vital to the service delivery.
  • Compile and analyse key performance indicators.
  • Take ownership of IT problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements, taking accountability actions and decisions.
  • Monitor and review Rail & Aviation IT service consumption (IT Recharge) and work with the business to ensure these are efficient accurate and appropriate within budget(s).
  • Input into the collation of IT annual budget and provide recommendations for efficiencies.
  • Offer an element of VIP IT support/advice to Divisional Senior Management.
  • Lead training relating to specific applications (including client-based) in agreement with the Group Enterprise Architect.
  • Take ownership of IT disaster recovery plans, ensuring compliance with required level of Business Continuity planning, undertaking regular reviews and updates and leading test events.
  • Analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services.
  • Project manage IT related business change process.

Skills & Knowledge Requirements

  • IT Service Management, Service Delivery or IT Management background.
  • IT professional with up-to-date knowledge of the latest IT and software trends.
  • Expert computer skills and competency in using Microsoft suite of software.
  • Strong organisational skills with attention to detail.
  • Passion to drive customer experience and results delivery.
  • Excellent interpersonal and communication skills.
  • Ability to manage and influence stakeholders, establish trust and credibility.
  • Strong customer focus with a positive approach to stakeholders' requirements.
  • Ability to closely collaborate with project teams.
  • Demonstrate Rail & Aviation’s values and behaviours, behaving ethically and gaining the respect and trust of peers.
  • Committed to improving learning and development across the organisation combined with the ability to coach and mentor users.


In return we offer:

  • Competitive Salary
  • 25 days' annual leave plus 8 days' bank holiday
  • Hybrid working
  • Matching Pension scheme
  • Life Assurance 
  • Private health care
  • Annual discretionary bonus scheme
  • Employee Assistance Programme
  • Commitment to personal development, training and growth